Senior Manager, Audience Solutions at UserTesting

Atlanta, Georgia, United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ExperienceIndustries

Requirements

Experience leading and developing teams of ASCSMs across NAM and EMEA
Ability to directly manage offshore Team Leads and provide oversight to teams including Custom Fieldwork Specialists, Sample Boost Specialists, and Test Review Specialists
Expertise in defining and monitoring KPIs related to customer satisfaction, retention, enablement impact, participant quality, fill rates/speed, and screener/test design error reduction
Skills in coaching and mentoring team members to foster professional growth, strategic thinking, and innovation
Capability to ensure effective resourcing across teams balancing quality, speed, and cost efficiency
Knowledge of scalable best practices for recruitment consultations, sample management, test QA, custom fieldwork execution, and customer support
Proficiency in managing customer and GTM escalations with timely resolutions
Experience driving continuous improvement through bottleneck identification, performance data analysis, and process optimization
Ability to act as a trusted advisor to GTM on recruitment best practices
Strong cross-functional collaboration skills with Sales, Solution Consultants, Customer Success, AS Pre-Sales, Product, and Panel Growth teams
Expertise in developing data-driven frameworks to measure customer stickiness, adoption, value realization, panel quality trends, and test fulfillment reliability
Skills in creating structured feedback loops to influence product innovation, roadmap, and panel strategy

Responsibilities

Lead and develop a team of ASCSMs across NAM and EMEA, ensuring strategic, consultative customer and GTM engagements
Directly manage offshore Team Leads, providing oversight, guidance, and operational direction
Monitor performance of offshore teams consisting of Custom Fieldwork Specialists, Sample Boost Specialists, and Test Review Specialists
Define and monitor KPIs related to customer satisfaction, retention, enablement impact, participant quality, fill rates/speed, and screener/test design error reduction
Coach and mentor team members to foster professional growth, strategic thinking, and innovation
Ensure effective resourcing across teams to balance quality, speed, and cost efficiency
Promote a culture of collaboration, accountability, operational rigor, and customer-first thinking
Establish and maintain scalable best practices for recruitment consultations, sample management, test QA, custom fieldwork execution, and customer support
Ensure successful delivery of custom fieldwork projects, test QA, and sample fulfillment processes
Implement standardized frameworks and workflows that enhance quality, speed, and operational consistency
Manage customer and GTM escalation handling, ensuring timely and effective resolution
Drive continuous improvement by identifying bottlenecks, analyzing performance data, and optimizing processes
Act as a trusted advisor to GTM, guiding on recruitment best practices to strengthen panel health and improve test outcomes
Partner closely with Sales, Solution Consultants, Customer Success, and AS Pre-Sales for seamless customer experience
Collaborate with Product and Panel Growth teams to share insights and influence product innovation, roadmap, and panel strategy
Align with GTM leadership to support retention and expansion goals across regions and segments
Represent Audience Solutions in leadership forums, providing visibility into operational performance, customer success, and panel health
Develop and refine frameworks to measure and improve customer stickiness, adoption, and value realization
Use data to identify trends in panel quality, performance, and test fulfillment reliability for strategic decisions
Create structured feedback loops ensuring insights from customers, ASCSMs, and operations influence decisions

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipGTMKPIsCustomer RetentionOperational EfficiencyMentoringPerformance MonitoringStrategic ThinkingData-Driven FrameworksChurn MitigationOffshore Management

Questions & Answers

Common questions about this position

What team will the Senior Manager, Audience Solutions lead?

The role involves leading and developing a team of ASCSMs across NAM and EMEA, directly managing offshore Team Leads, and monitoring performance of offshore teams consisting of Custom Fieldwork Specialists, Sample Boost Specialists, and Test Review Specialists.

What is the salary range for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What leadership and operational skills are required for this role?

Key skills include team leadership and development, defining and monitoring KPIs, coaching and mentoring, establishing scalable best practices, driving continuous improvement, and strategic partnership with cross-functional teams.

What company culture does UserTesting promote?

UserTesting promotes a culture of collaboration, accountability, operational rigor, and customer-first thinking, with a passionate group focused on transforming how companies understand and connect with their customers.

UserTesting

Provides customer insights for digital products

About UserTesting

UserTesting provides organizations with valuable customer insights to improve the development and delivery of digital products and experiences. Their platform allows clients to quickly gather feedback from a diverse audience, which helps in understanding user needs and preferences. This feedback can be obtained early in the product development cycle, reducing uncertainty and enhancing the relevance of the data collected. UserTesting differentiates itself by offering the most comprehensive experience research solution in the market, catering to a wide range of clients from small businesses to large enterprises. The company operates on a subscription-based model, generating revenue through recurring fees for access to its platform and services.

San Francisco, CaliforniaHeadquarters

2007Year Founded

$147.6MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Risks

Increased competition from AI-driven platforms threatens UserTesting's market share.

Privacy regulations like GDPR may limit UserTesting's data collection capabilities.

Economic downturns could reduce client spending on user research services.

Differentiation

UserTesting offers a comprehensive on-demand human insights platform for customer-centric decisions.

The platform provides rapid, high-quality feedback from a diverse, global audience network.

UserTesting's extensive experience research solution minimizes guesswork in product development.

Upsides

UserTesting powers insights for 60% of the top 100 most valuable brands in 2024.

The company is expanding its global market presence with new executive appointments.

Growing demand for remote user testing solutions boosts UserTesting's market potential.

Land your dream remote job 3x faster with AI

Try Jobo Free